ASPIRE GSC Onsite Support Lead

Overview

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Version 1 proves that IT can make a real difference to our customers’ businesses. We a...

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does.

With a focus on supporting self-service and automation, we utilise the best digital capabilities of the Service Now ITSM tooling product to provide the very best Experience to our Customers.

We are seeking an experienced and results-driven Onsite Support Lead to deliver the effective global operations at Customer deployed sites, currently in Dublin and London. This role is pivotal in maintaining service quality, optimizing workflows, and fostering a high-performing, customer-focused onsite support teams. The role will ensure there is suitably skilled staff present onsite to meet contractual commitments at all times, and to maintain an exceptional Customer rapport to identify any improvements and adjustments to local Customer specific procedures.

This role involves occasional travel to Customer sites in the UK and RoI.

SC Clearance/CTC Clearance level is mandatory for the role.

• Manage daily onsite support operations, ensuring adherence to ITIL processes and organizational SLAs whether Customer specific or Internal ASPIRE processes and tooling.
• Oversee the Tracking, analysing, and reporting on KPIs and service metrics to identify areas for improvement and ensure consistent service delivery.
• Line manage the remote onsite support staff based on customer sites.
• Mentor and develop the onsite team, fostering a positive and collaborative environment.
• Promote adherence to ITIL best practices, including incident, problem, change, and knowledge management.
• Identify inefficiencies in processes and workflows, recommending and implementing improvements to enhance service quality.
• Motivate and inspire the team to achieve organisational and onsite support objectives and maintain high levels of customer satisfaction.
• Build strong relationships with stakeholders and end-users, ensuring their IT support needs are met effectively and professionally.
• Collaborate with third-party vendors, ensuring optimal performance and cost-effectiveness.
• Create proposal collateral, including service offerings, service descriptions and costings, supporting the ASPIRE Digital Workplace service offering.
• Participate in customer-facing reviews as required.

• Minimum of 5 years of experience in IT support, with at least 3 years in a managerial or supervisory role.
• Proven track record of managing a successful support team in a fast-paced environment.
• Proven track record in delivering a digital user experience to very high outcomes.
• Proven track record in delivering shift left, automation and AI-driven results.
• Working understanding of IT infrastructure, systems, and troubleshooting methodologies.
• Experience with service desk management tools (e.g., Service Now).
• Knowledge of ITIL frameworks and best practices; ITIL certification preferred.
• Excellent leadership and team management skills.
• Strong communication, interpersonal, and problem-solving abilities.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Strategic thinking and decision-making.
• Ability to manage multiple priorities and meet deadlines.
• Adaptability to evolving technologies and processes.
• Strong analytical and reporting skills.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• ITIL Version 4 Foundation Level certification.
• Relevant Technical Certifications.
• Willingness to travel to Customer Sites in the UK and RoI.

Why Version 1?

At Version 1, we believe in providing our employees with a comprehensive benefits package that…